What is a Electricity Service Commitment? Ten commitments on power supply services

1. The reliability rate of power supply in urban areas shall not be less than 98% of the voltage qualification rate of residential clients, and the reliability rate of power supply in rural areas shall not be less than that of residential clients, and the qualified rate of voltage shall not be less than 94%.

2. Advance notice or announcement of planned power outage and planned power rationing.

3. Strictly implement the electricity price and charging policies formulated by the competent authorities, and disclose the electricity prices and charging standards in a timely manner.

Fourth, after the power outage, the average time for power supply repair personnel to arrive at the scene in urban areas is 45 minutes, 90 minutes in rural areas, and 2 hours in special remote areas. The average time for power supply to be restored after arriving at the scene is 4 hours in urban areas and 5 hours in rural areas.

5. The reply period of the power supply plan: no more than 2 working days for residential customers, no more than 5 working days for low-voltage customers, no more than 15 working days for high-voltage single power supply, and no more than 30 working days for high-voltage dual power supply customers.

6. Meter installation and power connection period: no more than 2 working days for residential customers, no more than 3 working days for low-voltage customers, and no more than 5 working days for high-voltage customers.

7. The power will be restored within 12 hours after the customer who has paid off the electricity bill in arrears.

8. The average waiting time of customers in the business hall does not exceed 15 minutes.

9. 95598 power supply service** 24 hours to accept customer inquiries, fault repairs and complaints, 20 seconds connection rate of more than 90%.

10. After accepting customer complaints, contact customers within 24 hours and reply to customers' handling opinions within 5 working days.

We hope you find ours helpful. If you have any other questions, please call the 24-hour power supply service**95598.

1. Urban areas: the reliability rate of power supply is not lower than that, and the qualified rate of residential client voltage is 96%; Rural areas: After the reliability rate of power supply and the qualified rate of voltage of residential customers are approved by the State Grid Corporation, the electric power companies of each province (autonomous region and municipality directly under the Central Government) shall announce the commitment indicators.

2. Provide 24-hour power fault repair service, and the time for power supply repair personnel to arrive at the scene is generally not more than: 45 minutes within the urban area; 90 minutes in rural areas; 2 hours in special remote areas.

3. Power supply facilities are planned to be overhauled and power outages, and announced to the public 7 days in advance. Take power outage measures for customers in arrears in accordance with the law, deliver power outage notices 7 days in advance, and restore power supply within 24 hours after the fees are settled.

4. Strictly implement the electricity price and charging policies formulated by the competent authorities, and disclose the electricity prices, charging standards and service procedures in the power supply business premises and in a timely manner.

5. The reply period of the power supply plan: no more than 3 working days for residential customers, no more than 7 working days for low-voltage power customers, no more than 15 working days for high-voltage single power supply customers, and no more than 30 working days for high-voltage dual-power supply customers.

7. After accepting the customer's application for verification of the billing energy meter, the test result will be issued within 5 working days. After the customer submits an abnormal meter reading data, it will be verified and replied within 7 working days.

8. When the power supply is insufficient and the continuous power supply cannot be guaranteed, the peak avoidance and power outage shall be implemented in strict accordance with the approved orderly power consumption plan.

9. Power supply service ** "95598" accepts business consultation, information inquiry, service complaints and power fault repair 24 hours a day.

10. After accepting customer complaints, contact customers within 1 working day and reply to handling opinions within 7 working days.

Legal Analysis: Article 1 Electricity is safe and reliable.

Article 2 Timely notification of power outages and power rationing.

Article 3 Rapid repair and timely power restoration.

Article 4 The pricing policy is open and transparent.

Article 5 Channel services are rich and convenient.

Article 6 Obtaining electricity is fast and efficient.

Article 7 Rapid response to abnormal electricity meters.

Article 8 Electricity service is warm and convenient.

Article 9 Rapid handling of service complaints.

Article 10 Guarantee service due diligence and responsibility.

Legal basis: Electricity Law of the People's Republic of China

Article 6 The electric power administration department shall be responsible for the supervision and management of electric power undertakings throughout the country。 The relevant departments shall be responsible for the supervision and management of electric power undertakings within the scope of their respective duties. The local people's economic comprehensive department at or above the county level is the electric power management department within its administrative area, which is responsible for the supervision and management of electric power undertakings.

The relevant departments of the local people's government at or above the county level shall be responsible for the supervision and management of electric power undertakings within the scope of their respective duties.

Article 29 Power supply enterprises shall, under the condition that the power generation and power supply systems are normal, supply electricity to users continuously and without interruption。 When it is necessary to interrupt the power supply due to the maintenance of power supply facilities, power rationing in accordance with the law, or the illegal use of electricity by the user, the power supply enterprise shall notify the user in advance in accordance with the relevant provisions of the state. If the user has any objection to the interruption of power supply by the power supply enterprise, he may complain to the power management department; The electric power administration department that accepts the complaint shall handle it in accordance with law。

Article 1 Electricity** is safe and reliable. The average power supply reliability rate of the urban power grid has reached the qualified rate, and the average voltage qualification rate of the residential client has reached; The average power supply reliability rate of rural power grids has reached a certain rate, and the average voltage qualification rate of residential clients has reached a qualified rate. The average power supply reliability rate of the power grid in special remote areas and the average voltage qualification rate of residential customers meet the relevant national regulatory requirements.

Article 2 Timely notification of power outages and power rationing. Power supply facilities are scheduled to overhaul and power outages, and users will be notified or announced in advance. Temporary maintenance and power outages, notify important users in advance.

In case of power failure, timely release of information. When the power supply is not sufficient and the continuous power supply cannot be guaranteed, the staggered peak avoidance and power outage shall be implemented in strict accordance with the approved orderly power consumption plan.

Clause.

Three of a kindRapid repair and timely power restoration. Provide 24-hour power fault repair service, and the average time for power supply repair personnel to arrive at the scene is generally 45 minutes in urban areas, 90 minutes in rural areas, and 2 hours in special remote areas.

The average time to restore power after arriving at the site is generally 3 hours in urban areas and 4 hours in rural areas.

Article 4The pricing policy is open and transparent. Strictly implement the electricity price and charging policies formulated by the competent authorities, and timely disclose electricity prices, charging standards and service procedures in power supply business premises, online State Grid APP (WeChat***), "95598"** and other channels.

Article 5Channel services are rich and convenient. Through the power supply business premises, "95598"**(**), online State Grid APP (WeChat***) and other channels, we provide services such as consultation, electricity, payment, repair, energy saving, electric vehicles, and new energy grid connection, so as to realize online one-network vertical cavity handling and offline one-stop service.

Article 6Getting power is fast and efficient. The total processing time of low-voltage non-residential customers, high-voltage single-power supply customers, and high-voltage dual-power supply customers who have not implemented the "three zero" service shall not exceed 6, 22, and 32 working days respectively. Residential customers and low-voltage non-resident customers who implement the "three zero" service shall not take more than 5 hours and 15 working days to run electricity in the whole process.

Article 7Meter exceptions respond quickly. After accepting the customer's application for verification of the billing energy meter, the test result will be issued within 5 working days. After the customer submits the abnormal meter data, it will be verified and replied within 5 working days.

Article 8The electricity service is warm and convenient. Inform customers of the occurrence of electricity bills and balance changes through SMS and online channel information push, and remind customers to pay bills in time; Through email subscription, online canal booklet**, etc., we provide customers with electronic invoices and electronic bills, and promote the payment of customers' electricity bills "without running once".

Article 9 Rapid handling of service complaints. "95598"**(**), online State Grid APP (WeChat***) and other channels accept customer complaints, contact customers within 24 hours, and reply to handling opinions within 5 working days.

Article 10Guarantee service due diligence. Openly and fairly provide various power supply services such as installation, metering, meter reading, settlement, and maintenance to electricity sales entities and their users, and fulfill the obligations of the minimum guarantee provider as agreed.